First, TalkTalk don't throttle, so whatever your issue is, it isn't that. They located a fault out to the line and went directly to this. (committed) Sun 02-Sep-12 08:48:34. I am having problems working out where Openreach responsibility lies for a phone line. jpg 441 KB. For a phone fault when an engineer completes the job, there's a 2 day retest period where we can 'reject the clear' and pass it back to Openreach for further investigation which I find normally gets another engineer out quicker than. An engineer worked on the exchange 2 days later and cut me off. Openreach won’t fix our fault. Report post. I've had a 'throttled' broadband service for 2 months now. The third agent said that the Openreach ticket was closed successfully eight days ago and has booked an engineer for tomorrow morning to come to fix the fault. If someone has helped give them Like. Message 7 of 7. Are you seeing slow speeds over WiFi ? Thanks Karl. The fault has now been reported and an engineer visit is 8n place for next Tuesday. End users are not. Re: Fibre cable connector broken by builders - BT think they can fix remotely. Available 24/7. I was to have fibre installed from Monday and nearly did until the bt engineer arrived to do it. Fix a problem. Hi everyone. I wanted to ask, do BT Openreach run any tests or advanced diagnostic tests prior to visiting my property? I don't mean prior to the appointment that day but run tests starting today through to the appointment day and if a fault is found, would they repair. What Makes BT Openreach So Special? There are a few things that make BT Openreach stand out from the competition. An. Within 48 hours of my contact, Openreach dispatched a new technician who told you there was no problem with the connection and got your landline up and running. wrote: Just thought I'd post on this forum as I'm getting increasingly frustrated. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. The situation began after a one of Openreach’s underground cables developed a fault, which has apparently been complicated to fix. 59 same day. Try your Broadband out and see what your speed is. We send out Openreach. It is with their Civils department as it requires a dig in the pavement. Off. but in future you should report the fault to your ISP and they must engage an Openreach engineer to fix the problem. compensation will be due if you experience a total loss of service which isn’t fixed by 11. wrote: Think openreach and sky need to communicate better with each other and the customer Unfortunately communication between Openreach and theirDo you agree with Openreach's 4-star rating? Check out what 21,050 people have written so far, and share your own experience. Nothing happened until 11th when BT simply closed. . The customer faults are not faults on the Openreach network and MBORC faults need to be subject to a valid contractual MBORC declaration meaning that the cause of the fault was outside of Openreach’s ability to control. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. Registered: 15-04-2016. I had a fault on my line. Massive mistake. . 0 Thanks All forum topics; Previous Topic; Next Topic;. Re: Openreach not fixing my fault? What can I do? You can't contact Openreach directly. I've had a 'throttled' broadband service for 2 months now. they’ve declared that the fault is external and called upon BT Openreach to fix the. I have been in contact with BT numerous times to try and get this fixed. Delayed repair following a total loss of service 2. So sorry its from 10th February not working not. The fibre cabinet is approx 400 metres fro. co. by . Edited by. It works by enabling CPs to operate their own network electronics on top of a managed connection which Openreach can monitor 24/7 and provide rapid response and repair times over. And it took us 3 weeks for them to fix our home one because their engineer messed up the setup (literally didn't have internet) and they refused to fix unless we paid £99 for the engineer. At a guess, back in service by Thursday or Friday. wrote: wrote: that's one of the questions I asked Openreach and they refused to answer, so thanks very much. Bank Holidays) Engineer Visit Hours (Basic care): Mon-Fri, 08:00-18:00 (exc. even though there have been significant and long lasting impacts on Openreach and. The line monitoring system allows you to track the performance of your broadband connection in terms of latency and packet loss. Depending on what is actually faulty will determine how long to repair it. Hi beckyh81 I can only apologize for this ongoing issue. By contrast, chargeable faults are defined by Openreach as faults with repair costs that are recovered through a separate "cost to repair" process. Hi smiddy1968 Thanks for keeping us updated. If real unlucky, the lead in to your property is borked, and will require replacing. BTnet fault reporting from BT Business. Off. This includes everything in the local loop up to - BUT NOT BEYOND - the consumers Network Terminating Equipment (NTE) fixture at the. Moving ports (L&S) on VDSL2 lines is sometimes done to help bypass a fault on an existing port or to tackle incorrect routing but, as it requires an engineer, such work does tend to. You’ll run the same tests our experts use. (“Wait a minute! You said “don’t worry” – now you are trying to panic me!”) Not so. e. Follow our simple step-by-step instructions to get your problem sorted. Do you agree with Openreach's 4-star rating? Check out what 20,548 people have written so far, and share your own experience. So sorry its from 10th February not wor. Here for You –. compensation will be due if you experience a total loss of service which isn’t fixed by 11. It has been flagged with sky customer services and upgraded to an official complaint with them. You can get an application form by calling: 0800 800 150, free of charge, 24 hours a day. Each telephone call ends the same. Openreach - how long to fix a fault. To track your repair, we just need two bits of information. Openreach will attempt to fix the fault by working in the network. Guess what It has not been fixed phone line still dead. It’s worth checking with them that they’ve finished installing the Openreach equipment, and that nothing’s missing or damaged. Not Available. Check for loose cables. Phone or broadband problems? Try these tips and simple checks from Openreach (if they don’t work you’ll need to talk to your phone or broadband provider). Openreach fix times v British Gas. And said their was a fault with the line, and it required a different engineer to fix. In contrast, a fibre broadband service delivering up to 74 Mbps close to the street cabinet may deliver a speed of 20 Mbps or less if you are situated a significant distance from the street cabinet. 14-10-2017 10:40 AM. Ask for the leaflet quoting document number "PHME 87180". If they cannot fix externally, they will go to the premises, ask the 3 safety questions. If you report a fault on a Monday, you'll get £9. you back about a sales enquiry. How long is it likely going to take Openreach to fully fix a fault like this? I can't imagine it being very pleasant bearing in mind the pavement was resurfaced about 8 months ago. After a few visits I got an switched on Openreach engineer who checked each section of the line. Every few days BT calls to say they are still waiting for a response from Openreach and that will call again in a few days. You then say you have 36MbpsDo you agree with Openreach's 4-star rating? Check out what 5,639 people have written so far, and share your own experience. Click herefor guidance and useful information for the Openreach Order and Fault Trackers, as well as the Terms and Conditions associated with their use. My service is called Fibre 35, it is not FTTP. Either your hub isn’t connected to the ONT or there’s a fault with the FTTP service. BT aims to fix faults by-Standard: Monday to Friday (excluding Bank and Public Holidays) Monday to Friday 8am to 6pm: 4 Hours* By the end of the second working day after which the fault was reported : Prompt: Monday to Saturday (excluding Bank and Public Holidays) Monday to Saturday 8am to 6pm: 4 Hours* End of the next working day: TotalOpenreach Phone Number 1. The OpenReach engineer who came to complete the connection knocked on our door and talked to my wife. You should do a speed test and a ping test, try CMD and ping 8. Would anticipate its a network issue on fttp lines andBT Openreach not fixing my fault - daft excuses. Cisco has a new problem: You take too long to implement its products and stop buying more kit. Sync 71288/12440Kbps @ 600m. £8. Fix times. An engineer was booked for Monday morning. We are still working with Openreach for a final fix. On (any) Ethernet connection is normal between Openreach fibre modem and Hub (Port 1 is where engineer will install). 1Mb to 1. I, in pure frustration, asked PN to release me if the fault was not fixed - and this fault is not fixed. they'll report the fault to Openreach to get fixed as quickly as possible, the same as any ISP but repeatedly phoning is pointless. 5 days to fix a fault seems excessive Hi beckyh81 Sorry for the delay. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. Phone or broadband problems? Try these tips and simple checks from Openreach (if they don’t work you’ll need to talk to your phone or broadband provider). We'll give you a 2-3 hour timeslot for your appointment, and your engineer can arrive at any time within this timeslot. Thanks: 5. g. Green. Or you can call Crimestoppers on 0800 555 111. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. In summary, it is intended that Openreach will be required to: o complete around 80% of fault repairs within one to two working days ofDo you agree with Openreach's 4-star rating? Check out what 21,571 people have written so far, and share your own experience. Openreach had to dig up our pavement again to get at the fault. The services run 8am to 9pm from Monday to Friday and 8am to 8pm on weekends and bank holidays. Tonight’s episode of the BBC ’s popular consumer affairs TV show, Watchdog, took BTOpenreach’s “ promises to keep the nation connected ” to task and heavily criticised the group for failing to fix broadband and phone problems and for not being directly contactable. Message 3 of 13. I just need to make this absolutely clear. DebbieThanks Gandalf for taking a personal interest and I look forward to your update on the 28th. So I raised a ticket with the ISP at about 10:30 and it was dealt with very quickly, and it was clear there was an Openreach network fault present. The following information is a guide for connecting the Openreach network to your home wiring. BT engineer has installed everything on my side, but I have been waiting for Openreach to "fix a fault in their distribution network" for one month now - with no end in sight!! I call multiple times per week to get an update on the order, and each. I wanted to ask, do BT Openreach run any tests or advanced diagnostic tests prior to visiting my property? I don't mean prior to the appointment that day but run tests starting today through to the appointment day and if a fault is found, would they repair. endobj And your postcode. If you have found this solution helpful please tick this as the answer. | Read 20,381-20,398 Reviews out of 20,398It took us minimum of 1hr on the business one for them to actually agree to fix it (the router died 6 months in). dContact Helpdesk Option 1 for orders or information on PSTN faults [email protected] taking that as an example there are only three possibilities: £500K+ is more than openreach would charge and is excessive - not openreach's fault. I am due to get Full Fibre installed at the end of the month (OpenReach engineer visit is booked) but due to the long distance between my property and the closest telegraph pole where the fibre cables are on my road, I can't see how the OpenReach engineer will actually get me connected unless the OpenReach team dig a long trench. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. If they are, then raise it as a fault or escalate it as a complaint. (“Wait a minute! You said “don’t worry” – now you are trying to panic me!”) Not so. Openreach Fault – No Broadband for Weeks in Parts of Lowestoft. Flashing green. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. I took a 1Gig Openreach FTTP package from a local alt-net earlier this year and it went. Openreach: Developer Guide 4 1 Home wiring Home buyers expect access to connectivity immediately. Everything at our end is fine and he put his cable tester on the line to find there is a fault 34 meters away from our test socket. The fault has now been reported and an engineer visit is 8n place for next Tuesday. An engineer was booked for Monday morning. At a guess, back in service by Thursday or Friday. The engineer turned up just before 08:30am on Monday and as is usually the case with engineers, was a polite, friendly, and knowledgable chap. uk. £29. Apparently fixing it is going to be messy according to the engineer we had (New Manhole, possibly a new cable from the new Manhole to the external box on our premises) so I am curious; How long is it likely going to take Openreach to fully fix a fault like this? I can't imagine it being very pleasant bearing in mind the pavement was. I'm hoping somebody might be able to give me some advice on next steps, or if anyone can help put this in front of the right person at Openreach even better. But if your service isn't activated until Friday you'll be paid £18. 13th: An engineer supposedly shows up again and never contacts me. Restart your Openreach modem to fix connection problems. i have been waiting a long time for help . The target for service maintenance level 2 is for us to fix a fault by 23:59 the working day after a communications provider reports it to us (Monday to Saturday, not including public and bank holidays). It seems we are still waiting for Openreach to get round to doing our line some 5 and a half weeks later. My reading of the situation is that this is an unfortunate side-effect of Ofcom taking a much closer interest in theMy wife didn't see anyone come out but at this point that doesn't matter. They have identified that further work is required to repair the fault. They have known about the issue for 3 weeks and have no idea when it will actually get don. For example, report Tuesday, clear Thursday. This charge is for the call out and not to reinstate your own wiring. Today Openreach issued an interesting update. Hi I have had a problem with a noisy line for some time now and to cut a long story short BT Openreach came yesterday to fix the fault. OK, your post is a wee bit confusing. There’s probably water in the underground lines. Openreach failing to respond or fix fault. Green. View all contacts. There’s no need to call. If the fault is traced to that wiring then you are liable to receive a charge. Update: Open Reach came out yesterday! They dug up the pavement and so far my service has improved. They can also contact us to help them fix the issue. Ah I see, thanks. You'll be charged if the problem is caused by things like: 1. Let me know how itOpenreach engineer came out. By phone 0808 1002440. Telling them you’ve had issues in the past can’t hurt. By selecting Accept, you are agreeing to our cookies. You can't contact Openreach directly. In the meantime, I've been connected to TalkTalk 'fibre' for 3 weeks now but can not: play online xbox games, stream Netflix, stream Amazon and loading a web page takes ages and constantly times out. In contrast, a fibre broadband service delivering up to 74 Mbps close to the street cabinet may deliver a speed of 20 Mbps or less if you are situated a significant distance from the street cabinet. IMG_20231001_161959. Hold this in place for about 10 - 15 seconds, until all lights on the front of your ONT go off. If the answer is ‘yes’ to either of the two Covid-19 exposure questions, the job will be furthered for reappointment bySo, here we are. You should as a very rough guide get between 25Mb and 70Mb. I'll ask our network teams to chase them for an update. We've had the first line support openreach engineer come out and assess the state of our line after having issues with. The problem is that in every case I’ve had to go through very long-winded checks before the TalkTalk people have been willing to send out one of their own engineers, who only have the authority to check the situation inside the customers’ premises. Thanks Karl. Free from UK landlines. Mind you it was worth it in the end, speed rose to 3. If you can prove a fault they have to fix or compansate. As h1xy said, if a nearby pole was hit by lightning and that’s when your internet went off, the most likely fault is a blown nte/hub. An Openreach engineer visited on the 2nd day and said the fault was between the poleOpenreach had updated the fault on the system to say 'specialist engineer requested, will check progress on the 12th of April. The. BMW crash takes out the internet at The Willows. we'll pay you £9. Overall Openreach is said to have installed. Ah I see, thanks. OpenReach came out again yesterday and of course didn't know anything about the previous investigation. Guess what It has not been fixed phone line still dead. If you just wanted to vent you've done it without messing up aI placed an order for FTTP back in early September. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. Test with a known good phone and filter. 10 This performance is particularly important across the following services provided by Openreach: a) Repairing faults – when a fault originates in Openreach’s fixed access network, retailThe fault has now been reported and an engineer visit is 8n place for next Tuesday. Check the LOS light indicator. . The customers service has been restored 2 days ago via a temp solution, using a nearby electric pole. I am now on my 6th or 7th Openreach engineer as none of them can fix the issue. If we find a fault outside of your property, we may arrange a separate. Visit Charge £130 Standard. 49 per month per line; If your business is heavily phone or internet-based, we highly recommend that you choose one of our enhanced care level packages so that we can repair any problems and get you back up and running as soon as possible. Level 3 Report 13. 59 same day. the people affected need to keep reporting a fault to their respective ISPs and hopefully with the constant reported problems openreach may do something about the connection. The fault has now been reported and an engineer visit is 8n place for next Tuesday. But every time I call they say it will be a week later, with conflicting. | Read 121-140 Reviews out of 5,493 Phone line went down late Saturday. As in Lytham FY8 ? Sky customers are reporting a few however BT broadband is being crucified. Each time I speak to customer services or the fibre team (0800 587 4787) I am told they are awaiting a response from Openreach and. Message 13 of 13. A few minutes ago I had a ticket update from PN that said that an Openreach engineer had fixed the problem, but there’s still terrible noise on the line which would. Chatterbox. It's their responsibility to do anything necessary to fix the problem. If they use the Openreach structure, then if there isn't any MSO's in teh area (Major Service Outages) Openreach normally respond to the fault within 3 working days. . e. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. It seems we are still waiting for Openreach to get round to doing our line some 5 and a half weeks later. Ask to remain there, remove any other electrical equipment from nearby the router and we test and monitor the connection. Openreach had to dig up our pavement again to get at the fault. Many problems can be resolved by 'power cycling' your Openreach. BT faces strict new measures to speed up Openreach repairs on its aged copper infrastructure from the start of next month, the UK's communications watchdog said today. My FTTP has been down for 8 days, red LOS light on the ONT. Under the new rules, BT must complete around 80% of fault repairs within one to two working days of being notified and provide an appointment for around 80% of new line installations within 12. . I would second that. In response to some of the points raised, first, speeds of FTTC are measured from the DSLAM, so 80/20 overa Km of distance is NEVER going to be 80/20, physics prevents it, however, your speeds actually sound pretty good for the distance, drop outs, doesn’t sound like line fault if your speed is constant, so perhaps a router issue, possibly requiring a. Internet Matters; My Account; Mail; Login NEED SOME HELP? We’re here 24/7. Broadband fails, how long before it gets as far as Openreach? Then how long before it gets fixed? My broadband basic info/help site - Domains, site and mail hosting - Tsohost. wrote: Absolutely, yes. . FTTC (Fibre To The Cabinet) most likely which means the connection from the- Openreach open fault between cabinet and property, staing underground cabling fault to be fixed on 20th Aug. Broadband issues: text HELP to 61998. Delayed repair following a total loss of service 2. 59 next day, Monday to Saturday, excluding Public and Bank. 24 per missed. . Let us know the result of the engineer visit, I suspect the engineer will need to work onOK, your post is a wee bit confusing. Delayed repair following a total loss of service . It's not. . Telling them you’ve had issues in the past can’t hurt. Long time reader first time poster. It's not. If you're eligible, you can also contact us to ask for the application form. Any fault reported after 13:00 will be cleared by 13:00 the next working day. Find out more. Openreach Support Email. The ISP did give me a refund of a month's subs over how long it was taking, even though it wasn't their fault. Get help to fix your dropping broadband connection. 1 Demand - Repair 18. Does Openreach have to fix faults? Openreach normally aim to fix reported faults within 3-5 working days of being notified of them, but that could easily lengthen due to bad weather causing high demand. 8 r-500 that's Google's DNS. . It’s quick and easy to report faults with BT Business broadband, phone line, email and all Cloud Voice services. . First contact your Service Provider. My connection to my Sony smart TV is on wifi. And yes I know phone lines aren't guaranteed to be fault free 24/7-365. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. 33 compensation if it hasn't been fixed by midnight on Wednesday. Each telephone call ends the same. Openreach (BT) has issued some interesting new internal guidance to its UK engineers for handling Lift and Shifts (i. 8. I'm sorry for the problems you're experiencing with your service. Thanks to everyone involved in helping me get this sorted. When BT came to fix a fault on the wire to the non master socket, I settled for a modern master socket which BT installed where the junction box was, and a length of cable which I installed to replace the faulty one. Regards, Karl. If you can prove a fault they have to fix or compansate. I have had a weird line fault for the last week, which results in my having no (FTTC) dsl light on my openreach modem and an intermittent/no dialOpenreach had updated the fault on the system to say 'specialist engineer requested, will check progress on the 12th of April. £9. The engineer said he's going to have. sicomplaints@openreach. Bank Holidays) Having trouble with broadband or phone in your new-build home? Here are some things you can try. But if I were paying £300pm for a service on FTTP, which everyone is treating as a business service, I would have expected a better response. And we can. Get help to fix your dropping broadband connection. Hi . 8. The reviews are not that accurate. Start a broadband monitor nowFix problems with your landline or Digital Voice service or report damage to outside BT equipment. At the start of 2018 they followed that by telling Openreach to make sure their ducts were “ready for use” (i. openreach fault tracker; openreach fault trackerreptile and amphibian merit badge powerpoint. We'll charge you if the Openreach engineer was unable to find a fault with your service or the fault was found to be related to a condition in your property or garden. But every time I call they say it will be a week later, with conflicting. Openreach have called just now and they say they fixed the fault in the 26th. Openreach’s performance is therefore critical to ensuring end customers do not receive poor quality broadband services. After this, we’ll compensate you £9. Openreach seem to have broken my phone line. additional flexibility to manage provision and repair workstacks which has been made significantly more. on 01-06-2020 08:30 AM. This may save you from calling us or paying for an engineer to come out. Tuesday, Jun 26th, 2018 (8:48 am) - Score 1,592. The following information is a guide for connecting the Openreach network to your home wiring. Thanks for getting back to me I've booked the engineer visit and I've updated the ticket 220635700 with the appointment details. Reply. . Finally 2 weeks after moved in I could work from home. FTTC (Fibre To The Cabinet) most likely which means the connection from the On 4th, an Openreach engineer arrived, looked at the cable and told me it had to be replaced, but he couldn't do it as it needed to be escallated to another team with more equipment. 49 per month per line; If your business is heavily phone or internet-based, we highly recommend that you choose one of our enhanced care level packages so that we can repair any problems and get you back up and running as soon as possible. 22-02-2020 1:48 PM. co. We have had no broadband for over4 weeks now. Each time I speak to customer services or the fibre team (0800 587 4787) I am told they are awaiting a response from Openreach and. It doesn't cut in and out though. I've now been asked to take a 3rd day's vacation tomorrow for them to confirm the fix. wrote: Yes account holder. Sky on fttp do the same so one isp may not have faults whilst anotherIf FTTP follows the same principle as FTTC on copper, then I'd have expected a repair on Saturday under the "1-day M-Sat" service at minimum. He said our service would be slow and in. I have had a nightmare trying to get my broadband and phone services fixed since 17th December 2017 and I have had nothing but mixed messages about the problem. Please let us know if you do experience any further issues. When you order a fibre service for the first time, Openreach assigns a port to you. bobblet35 • 15 hr. bobblet35 • 15 hr. BT will run tests to try and identify the issue. The same day as I posted above. which should fix banding problems and some other issues with DLM profiles; assuming of course that the original underlying problem has been resolved first. Click here to start your speed testI'm afraid you lost me with some of the acronyms there. My service is called Fibre 35, it is not FTTP. People complain about Openreach majority of the time when in actual fact, its the service provider who has messed up. 5bn of public money it has promised by 2025 to spur investment in rural fibre coverage. The reviews are not that accurate. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. The fault is stated to be with my line and I don't need to be at home when OpenReach get off their gongas to fix it. I wanted to ask, do BT Openreach run any tests or advanced diagnostic tests prior to visiting my property? I don't mean prior to the appointment that day but run tests starting today through to the appointment day and if a fault is found, would they repair. Not that long ago I found a pressure fault in a 1200pr plugs expanding! They used them on lead to poly joints. Call us for sales enquiries about. My FTTP has been down for 8 days, red LOS light on the ONT. we'll pay you £9. Report after 13. Broadband and wi-fi. How to deal with poor workmanship. Lol just had a text from sky saying problem has now been fixed. This is the second time in two months that I’ve had the same (or very similar) fault – the last was reported on 16th May and not resolved until 26th June (with at least 5. Openreach builds, maintains, and manages the UK’s internet infrastructure, which means it provides connectivity services to 25 million UK homes and businesses. Blinking (any) Do you agree with Openreach's 4-star rating? Check out what 5,639 people have written so far, and share your own experience. Available 24/7. 16 months and done f all to even attempt to fix it, even after we wrote to CEO at Openreach, how do you actually get Openreach to fix something like. 95 per month per line; fault response within 6 hours; £5. Therefore, anything in this blog from this point on should be read as hypothetical. By the time July 2023 comes around you may find that you are no longer able to simply "go back to Sky," at least not on an FTTC service. Zen are an unbundled network meaning that they own and maintain their lines. Your engineer will call or text you beforehand to check you’re in, see if there’s anything they need to know about your address (like access or parking) and tell you roughly when they’ll be there (within the timeslot your broadband or phone provider gave you). Ask for the leaflet quoting document number "PHME 87180". digital. 33 for the full day you had. People complain about Openreach majority of the time when in actual fact, its the service provider who has messed up. I just need to make this absolutely clear. BT engineer has installed. even though there have been significant and long lasting impacts on Openreach and.